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United Arab Emirates Jobs Expertini

Urgent! Application Support Engineer-L2 Job Opening In أبوظبي – Now Hiring Unity Infotech

Application Support Engineer L2



Job description

Job Title
: Application Support Engineer-L2

Location
: Abu Dhabi

Experience
: 6–9 years of experience in Java application support or development.

Job Overview:

The L2 Support Engineer will provide second-level technical support for bank's IT systems, applications, and infrastructure.

This role serves as an escalation point for issues unresolved by L1 support, ensuring minimal disruption to banking operations, customer-facing services, and internal processes.

The L2 Support Engineer will troubleshoot complex technical issues, collaborate with L3 engineers and vendors when needed, and maintain a high standard of service in a fast-paced, regulated environment.

Education Qualifications:

  1. Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience:

  • Prior experience in banking or financial services environment is highly preferred.

Technical Skills:

  1. Proficiency in troubleshooting Windows/Linux operating systems, ORACLE, SQL databases, and network protocols (TCP/IP, DNS, VPN).

  2. Experience with ITSM tools (e.g., Remedy, ServiceNow) and monitoring tools (e.g., Dynatrace, Splunk).

  3. Knowledge of cloud platforms (e.g., Azure, AWS) and virtualization (e.g., VMware) is a plus.

  4. Soft Skills:

  5. Strong problem-solving and analytical skills.

  6. Excellent verbal and written communication skills for interacting with technical and non-technical stakeholders.

  7. Ability to work under pressure and manage multiple priorities in a time-sensitive environment.

  8. Proactive approach to identifying and resolving potential system issues before they impact operations.

Certification:

  1. Certifications in cloud architecture (AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, etc.)
  2. TOGAF, Zachman, or other enterprise architecture certifications.

  3. Experience with Agile methodologies (Scrum, Kanban, SAFe).

Responsibilities:

Incident Resolution:

  • Handle escalated tickets from L1 support related to banking applications, systems, and hardware.

    Handle L2 tickets assigned in BMC Remedy.

  • Diagnose and resolve technical issues involving core banking systems (e.g., transaction processing, account management), online banking and onboarding platforms.

  • Perform root cause analysis (RCA) for recurring issues and implement preventive measures.

  • Ensure quick turnaround on incident resolution and timely communication to stakeholders as per SLA.

Production deployment

  • Participate in incident management, change management, and release deployment activities in a production environment.

System Maintenance:

  • Monitor and maintain banking IT infrastructure, including servers, databases, and networks, to ensure uptime and performance.

  • Manage updates, patches, and configurations for banking software and tools.

Customer and Employee Support:

  • Provide advanced technical assistance to bank employees and resolve issues impacting customer-facing services (e.g., mobile banking apps, teller systems).

  • Communicate effectively with stakeholders, offering clear updates on issue resolution timelines and workarounds.

  • Participate in 24x7 on-call rotation and weekend support as required.

Collaboration and Escalation:

  • Work closely with L3 support, development teams, and third-party vendors to resolve critical incidents outside L2 scope.

  • Document and escalate unresolved issues with detailed analysis to higher support tiers or external partners.

Compliance and Security:

  • Ensure all support activities comply with banking regulations and internal security policies.

  • Assist in troubleshooting security incidents, such as unauthorized access or system vulnerabilities, in coordination with the cybersecurity team.

Reporting and Documentation:

  • Maintain accurate records of incidents, resolutions, and system changes in the IT service management (ITSM) tool (Jira).

  • Generate daily/weekly reports on system performance, incident trends, and resolution metrics for management review.

Process Improvement:

  • Identify opportunities to enhance support processes, reduce ticket resolution time, and improve system reliability.

  • Contribute to the development of knowledge base articles and training materials for L1 support teams.

  • Analyze logs and exceptions to identify root causes.

  • Write RCA for production issue.

  • Collaborate with development, QA, and infrastructure teams for issue resolution and deployments.


Required Skill Profession

Other General



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